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Suggestion
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Resolution: Fixed
NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Summary
If a collaborator is the reporter on an issue and an internal comment is added to the issue, the reporter/collaborator will not receive the email notification.
Steps to Reproduce
- Open an issue with an user that is also a collaborator or agent in the project.
- Add an internal comment with another user.
Expected Results
The reporter should receive the notification as they are a collaborator/agent as well.
Actual Results
- The reporter doesn't receive any notifications about internal comments, even if the user is also the assignee.
- No actions triggered by the reporter are sent (any comments or transition done by the user in the agent side sends notification for the reporter).
Notes
If the reporter is changed, the old reporter will receive the notifications if set as watcher.
Considering the following scenario:
- Two users: user1, user2
- Both users are agents
This is the current behavior:
| Assignee | Reporter | Commenter | Internal Comment | Notification | Expected? | Why? |
|---|---|---|---|---|---|---|
| any | user1 | user1 |  |
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According to the latest Managing service desk notifications docs: the customer should always receive notification when a comment is added to the request. |
| user1 | user1 | user1 |  |
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They should receive the notification as per the same reason as above |
| user1 | user1 | user2 | |
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| user1 | user1 | user2 | |
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User is considered as "customer" only and therefore doesn't receive notification for internal comment, even though he is also the agent. |
| user1 | user2 | user2 | |
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- is related to
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- Closed
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- Gathering Interest
- relates to
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- Closed
![[Extranet] Page](/images/icons/generic_link_16.png "[Extranet] Page"){kind=icon}
[JSDSERVER-2309] When a reporter is also a collaborator, he/she should get both customer notifications and internal comments' notifications.
OK, thank you. My upgrade to 3.3.0 is pending due to many incompatible add-ons for core 7.3.0
I'll test it as soon as I can install it
zerwes Yes, that was the behaviour prior to 3.3.0. With the recent release of JSD v3.3.0, this has been addressed.
Hosting: Server
JIRA Service Desk: 3.2.7
JIRA Software: 7.2.7
JIRA Service Desk notifications are currently: On
The problem is, when the reporter is member of the service-desk-agents, he will not be informed about internal comments, as soon as the issue has a SD request type. It seems that the the role as a reporter overrides his role as a service-desk-agent. It makes no difference if he is watching the issue or not.
On non-SD issues it is working as expected.
zerwes which version of JSD are you using? If you are on Cloud or Server 3.3.0+ have you checked the global configuration to ensure that customers get both SD and JIRA notifications?
Yes, there are some scenarios:
We have SD Notifications enabled!
On issues with a SD Request type (Channel: JIRA) where the Reporter is member of service-desk-agents (and other => Application access = JIRA SD + JIRA Software) the reporter gets no mails on internal comments.
I configured a work around using Script Runner -> Script Listeners, but that is, as mentioned, just a work around.
Since 3.3.0 Server and current Cloud, this can now be achieved by enabling the Notifications SD global configuration (<host>/secure/admin/SDConfiguration.jspa) to enable customers to receive both Service Desk and JIRA notifications.
It should be noted that customers will only receive JIRA notifications, if they have the correct permissions and access.
If there are any specific scenarios not handled by this change, I would recommend raising new tickets to track those issues.
Regards
Matt
JIRA Service Desk developer
it is really confusing and a bug causing some mistakes in the internal workflows ... pls fix this ...
Ivan Karpov
added a comment - I dont understand why it's not implemented as a basic feature, because it's a common problem for everyone.
Ivan Karpov
added a comment - I dont understand why it's not implemented as a basic feature, because it's a common problem for everyone. Ivan Karpov
added a comment - It's a disaster that this feature is not yet implemented. I experience the same problem. I am Service Desk Agent, the Reporter of the issue, and a watcher for the issue, but I don't get notified when my colleague places an internal comment...
Kirstin's use case is very similar to my organization's.
A large number of our issues are attributed to an "internal" reporter. Most of the comments should remain inside the team, but then the "internal" reporter is unaware of them.
We are a company that develops a standard software and also implement it at customer's site. In general, we use JSD to provide an issue portal to our clients.
Additionally, we encourage our solution delivery team to use the JSD portal as well, if they encounter any problem at customer's site. So, it would be nice, if an "internal" reporter would receive the (internal) comments made by the investigating team and the collaborators.
Customer may be participant of such an issue and should only get notifications for "external" comments/official replies.
Hi everyone,
As always, thanks for all the feedback!
The way notifications works for reporters has been designed this way. However, we are open to change if the need for a reporter/collaborator role to be notified by internal comments is common. To help us understand the issue correctly, can I ask you to provide us with a bit more information?
When does a reporter also need to a collaborator or collaborate on an issue? It'd be great if you could give us examples of a request/issue to illustrate the situation.
Thanks!
Lingbo
Hi all,
I have the same issue on a cloud instance. My mind is that, as a watcher, my user should be notified, even he is a customer and the reporter.
Thanks
Hi all, Thanks for the report about this. As you can imagine, there's some complexity in the logic on determining what is the right set of notifications to send out to users in the different situations. When we first implemented notifications in Service Desk - we went in with the goal to keep things as simple as possible, whilst giving the best experience for the different users. However, things do get complicated with the different roles that a user can take for a given ticket. We're looking into this to see how we can optimise the experience - and clarify the logic on how this all comes together.
I'm facing the same problem on JIRA 6.4.4 with JSD 2.5.6.
A JSD agent created an issue and figures as its reporter. She only gets notifications for public comments. Internal comments aren't notified to her.
The JSD-2418 issue seems to be a more specific form of the problem. As my agent was watching an issue I removed from the watchers list and inserted another internal comment, but she didn't get notified either. So, it seems that the problem is more general, as described in this issue.
Rhoel del Rosario
added a comment - Are you sure that a non-Service Desk agent who is the reporter of an issue and is watching the same issue will receive the internal comment notification? My findings contradict that statement.
Rhoel del Rosario
added a comment - Are you sure that a non-Service Desk agent who is the reporter of an issue and is watching the same issue will receive the internal comment notification? My findings contradict that statement.
We are running JIRA 7.3.4 and SD 3.4.1
If a SD agent creates an issue that has a SD Request Type and leaves themselves as the reporter, they are not notified when other agents make internal comments on the ticket.